Technical Support Engineer

Role Overview

• Acting as the primary technical point of contact for software-related queries, resolving complex full-stack and mobile application issues from initial investigation through to resolution
• Diagnosing and resolving issues with USB-connected hardware, including device detection failures, driver conflicts, power delivery issues, firmware compatibility, and data transfer errors across Windows and macOS
• Supporting end-to-end USB workflows such as device provisioning, firmware updates, secure data extraction, and troubleshooting physical connection faults (cables, ports, hubs, docking stations)
• Providing support for network-connected devices, including configuration, connectivity troubleshooting, IP/DHCP issues, firewall restrictions, and Wi-Fi/Ethernet performance problems
• Diagnosing data transmission and synchronization issues between devices and cloud or on-prem systems, using logs, packet-level reasoning, and network diagnostic tools
• Becoming a product champion, developing deep expertise in our product suite and identifying opportunities to improve reliability, usability, and customer experience
• Assisting with release management, including preparation, documentation, and deployment of software updates and patches to our global customer base
• Contributing to the evolution of Technical Support processes, participating in RCPS sessions to prevent recurring issues and improving long-term product quality
• Partnering with Account Managers and Customer Success teams to deliver a premium, end-to-end support journey for all customers

Requirements

• 1–3 years’ experience in a fast-paced IT application support, technical support, or junior development environment
• Foundational knowledge of C# (or similar object-oriented languages) and Angular
• Comfortable working with SQL databases such as MySQL
• Enjoy applying critical thinking and structured problem-solving to technical challenges
• Solid understanding of defect and incident management within the Software Development Lifecycle
• Confident troubleshooting across both Windows and macOS environments
• Communicates clearly and can document complex customer issues with strong attention to detail
• Take full ownership of customer problems and see them through to resolution
• Enjoy collaborating across engineering, product, and customer-facing teams
• Practical experience working with the ITIL framework, particularly incident and problem management (Nice to have)
• Familiarity with support and ticketing tools such as Zendesk, Jira Service Management, or similar (Nice to have)

Tech Stack

• Angular
• Cloud
• MacOS
• MySQL
• SQL

Benefits

• A customer
• and product-focused support role where your work directly supports tools used in elite sport
• The opportunity to develop deep technical knowledge across software, hardware, and networking
• Exposure to real-world engineering challenges and close collaboration with product and development teams
• A culture that values ownership, learning, quality, and continuous improvement
• The chance to support athletes and teams performing at the very top of their game